Job Description

As a business, we offer solutions to increase the mobility of elderly and physically challenged people, to enable them to live an independent and active life.



We design and manufactureour own range of straight and curved stairlifts as well as partnering with key suppliers to offer a broad product range to meet customer needs. We operate in more than 40 countries and we're growing all the time.



We are a passionate and friendly team of people who care deeply about Making Everyday Life Easier for our customers.

Position:

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The Senior ICT Technician serves as the key technical contact for the UK, based at our site in Kingswinford and supporting other UK locations, with occasional involvement in European operations.



The role balances technical depth with service understanding and coordination responsibilities, going beyond standard support to influence service quality, project execution, and IT alignment with business needs.



This role will provide hands-on IT support and infrastructure management while also acting as a local lead, helping coordinate vendors, manage IT assets, contribute to global initiatives, and support service delivery processes. You will drive local IT operations, act as the escalation point for complex issues, and liaise with the wider IT team to ensure a consistent and reliable technology experience across the region.



Key Responsibilities include;

IT Operations and Support

Provide technical support for end-users across Kingswinford and other UK sites (approx. 70% focus) Serve as hands-on lead for infrastructure, hardware, software, and connectivity issues Act as an escalation point for complex incidents Participate in EU support (approx. 30%), especially during rollouts and global projects

Service Coordination

Contribute to effective service delivery processes (incident, problem, change) Ensure local execution aligns with global ITIL-based standards Work with global teams to implement and improve service desk workflows

Systems Management

Maintain and monitor systems such as Active Directory, O365, Hyper-V/VMware, backups, and networking Ensure endpoint compliance, patching, and software installations Perform IT asset management and procurement coordination

Project and Vendor support

Support or lead small-to-mid-size local IT projects Coordinate vendor activity and ensure SLA adherence Participate in regional infrastructure upgrades, office moves, or system rollouts

Improvement and Reporting

Identify recurring issues and propose permanent solutions Contribute to documentation, SOPs, and compliance checklists Share performance and status updates with Head of IT Service Delivery

Essential Skills and Qualifications

Understanding of ICT technology, including Hyper-V & VMWare Virtualization technologies and Cloud environments Strong communication skills to effectively manage customer relationships and collaborate with a variety of stakeholders Ability to convey technical information to non-technical stakeholders clearly Proven experience in ICT service delivery, with understanding of the ITIL framework Experience in developing and enforcing ICT policies to maintain compliance Good problem-solving ability to address and resolve technical issues efficiently Good decision-making skills to prioritise multiple projects and tasks in a fast-paced environment

Desirable

Project management skills, capable of leading ICT projects from planning through execution to ensure timely completion of objectives. Familiarity with project management methodologies, with certifications such as PMP or PRINCE2 preferred. Experience of working in a multi-site / international business

Requirements:

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This role is based at our site in Kingswinford. Due to the nature of this role, this is 100% site based and therefore you will need to live within commutable distance to Kingswinford. There also may be occasional travel.

WHAT'S IN IT FOR YOU?

We offer a package designed to attract and retain the right level of talent for this role. We want to find a great match, so if there is something that is important to you, please don't let it stop you getting in touch if you think you could do a great job in this role.

Base salary 30,000 - 35,000 per annum Annual bonus scheme 33 days holiday (including bank holidays) Company contributory pension and 3x Life Assurance cover Flexible benefits platform with access to health care, gym membership and many high street discounts Employee Assistance programme available to colleagues and their families, to support wellbeing Fully funded training and development Generous product discounts

Other information:

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We welcome applications from all people, regardless of their race, sex, disability, age, religion, or sexual orientation. We are committed to creating an inclusive and accessible recruitment process, and we welcome and encourage candidates to request any adjustments they may need to show us their full potential.



Unfortunately, at this time we are unable to support work sponsorship in the UK, so can only consider applications from candidates with existing eligibility to work in the UK.